1. Overview
NodeHelix operates a prepaid credit model. Users top up their account in Indonesian Rupiah (IDR) and credits are consumed as cloud instances and resources are used. This policy explains when and how refunds and cancellations are handled.2. Cancelling a Service
You may terminate any NodeLight instance at any time from the dashboard. Billing stops as soon as the instance is destroyed; any unused portion of a prepaid period is returned to your credit balance, where applicable.Closing your NodeHelix account does not automatically refund your remaining credit balance — please submit a refund request as described in Section 5.3. Top-Up Refund Eligibility
Top-up payments are generally non-refundable once successfully credited to your balance, because the funds remain available for you to use at any time.However, you may request a refund of your unused credit balance in the following cases:(a) Duplicate or accidental top-up — refund of the duplicate amount, provided no portion of it has been consumed.(b) Unauthorized transaction — refund after verification, subject to investigation with our payment partner.(c) Permanent inability to use the Service due to a NodeHelix-side fault that we are unable to resolve within a reasonable time.(d) Account closure with remaining unused credit balance — refundable subject to verification and minimum balance requirements.4. Non-Refundable Items
The following are non-refundable: (a) credit already consumed by running instances, snapshots, bandwidth, or other resources; (b) charges incurred due to user misconfiguration, accidental deployment, or failure to terminate unused instances; (c) charges arising from violation of the Acceptable Use clause of our Terms; (d) payment processor fees, where applicable.5. How to Request a Refund
Send a refund request to support-nodehelix@metatech.id (or via the dashboard ticket system) with the following information:- Account email address- Transaction ID(s) and date(s)- Refund amount and reason- Preferred refund method (must match the original payment method)We will acknowledge your request within 2 business days and provide a decision within 7 business days.6. Refund Processing Time
Approved refunds are processed to the original payment method (virtual account, e-wallet, QRIS, or bank transfer) within 7–14 business days from the date of approval. Actual settlement times depend on your bank or e-wallet provider.Refunds are issued in IDR for the equivalent unused credit amount. Currency conversion losses, if any, are the responsibility of the user.7. Service Outages & Credits
In the event of a confirmed NodeHelix-side service outage that materially affects your instances, we may issue a service credit (added to your credit balance) at our discretion. Service credits are not refundable in cash but may be used towards any future use of the Service.8. Chargebacks
If you have a billing concern, please contact us first — we will work in good faith to resolve it. Initiating a chargeback without first contacting support may result in suspension of your account pending investigation.9. Contact
For refund requests or questions about this policy, contact support-nodehelix@metatech.id or use the Contact page.